E-commerce Customer Service Lead

Placements24; The Islands (MS); On-site; USD 21,000 - 31,000; Full time

Benefits offered by this job

On-site in Paarl

Medical aid benefits

Leadership training opportunities

Career development opportunities

Job summary

Placements24 seeks an E-commerce Customer Service Lead to oversee customer support operations in Paarl. You will lead a team, handle escalated issues, train staff, and implement service improvement strategies to drive satisfaction and retention.

Ideal candidates bring leadership experience in e-commerce, strong communication and problem-solving skills, and a track record of coaching teams to deliver exceptional service. This on-site role offers growth opportunities.

Qualifications

• Prior leadership or supervisory experience in customer service.
• Experience in e-commerce customer service.
• Excellent communication and problem-solving skills.
• Ability to manage and motivate a team.
• Familiarity with customer service software and CRM systems.

Responsibilities

• Lead and manage the customer service team, providing guidance, training, and performance evaluations.
• Handle escalated customer inquiries and resolve complex issues promptly and effectively.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer feedback and service metrics to identify areas for improvement.
• Collaborate with other departments to resolve customer issues efficiently.
• Train new customer service representatives on products, services, and support protocols.

Skills

Leadership

Customer service

Communication

Problem solving

Tools

CRM systems

Job description

About the Role

Our client is looking for a dedicated and empathetic E-commerce Customer Service Lead to manage their customer support operations in Paarl . This role is essential for ensuring customer satisfaction and retention by leading a team that provides exceptional service. You will handle escalated customer issues, train and mentor customer service representatives, and implement strategies to improve the overall customer experience. The ideal candidate has a passion for service excellence and strong leadership capabilities within an e-commerce context.

Key Responsibilities

• Lead and manage the customer service team , providing guidance, training, and performance evaluations.
• Handle escalated customer inquiries and resolve complex issues promptly and effectively.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer feedback and service metrics (e.g., response time, satisfaction scores) to identify areas for improvement.
• Collaborate with other departments (e.g., logistics, sales) to resolve customer issues efficiently.
• Train new customer service representatives on company products, services, and support protocols.

Requirements

• Previous experience in a customer service role, preferably in e-commerce, with at least 1-2 years in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proven ability to manage and motivate a team.
• Experience with customer service software and CRM systems.
• Strong understanding of e-commerce customer service best practices.
• Ability to remain calm and professional under pressure.

Benefits

• Competitive salary.
• On-site position in Paarl , fostering team cohesion.
• Medical aid benefits.
• Opportunities for professional development and leadership training.
• Contribute to creating exceptional customer experiences.